Product Support Manager

The Product Support Manager builds and owns the product support function end to end — starting with day-to-day ticket management and growing into the design of the company's entire support infrastructure and process. This role is both a hands-on leader, initially managing a small team, and a builder of support strategy, expected to bring novel thinking to healthcare SaaS support rather than defaulting to conventional helpdesk models.

Education and Experience

• Required: Bachelor's degree
• Preferred: Experience building or scaling a support function from an early stage, ideally in healthcare SaaS or a regulated industry.
• 5+ years of experience in customer/product support, including 2+ years in a leadership role owning support strategy and process, not only ticket queues.

Knowledge

• Strong knowledge of support ticketing and helpdesk platforms and how to select and implement one appropriate to the company's stage.
• Understanding of healthcare SaaS customer environments (hospital IT, utilization review/denials staff) and the operational stakes of support response time.
• Familiarity with support metrics and SLA design (response time, resolution time, escalation paths).
• Understanding of how support interacts with product and engineering (bug triage, feature request capture, escalation).

Skills

• Strong operational and process-design skills — able to build support infrastructure from close to a blank slate.
• Good judgment on when to follow established support-industry practice versus design something novel for this customer base.
• Strong leadership and hiring skills to build out the support team as it grows beyond the initial analyst.
• Clear communicator able to represent customer pain points and support trends to product and engineering leadership.
• Comfortable being hands-on with tickets early while simultaneously designing the function's long-term shape.

Primary Job Duties
The essential functions include, but are not limited to the following:

• Support Infrastructure: Design and stand up support tooling, workflows, and SLAs, evolving them as the customer base grows.
• Ticket Ownership: Own day-to-day service ticket management, ensuring timely and accurate resolution or escalation.
• Team Building: Manage and grow the support team, starting with the Product Support Analyst role.
• Escalation Management: Define and manage the escalation path between support, product, and engineering for bugs and complex issues.
• Process Innovation: Identify and pilot new approaches to healthcare SaaS support rather than defaulting to a generic helpdesk model.
• Metrics & Reporting: Establish support KPIs (response time, resolution time, ticket volume/trend) and report on support health to leadership.
• Cross-Functional Feedback Loop: Ensure customer-reported issues and feature requests surfaced through support reach the appropriate product managers.